Policies let you group controls into policies and apply them to users (Chat) or knowledge sources (Knowledge), with configurable enforcement across Knowledge and Chat.

What is a policy

A policy bundles controls and applies them to a slice of a surface. A control is a single guardrail; a policy decides which controls run and who or what they run against. Policies live under Governance › Policies, on separate Chat and Knowledge tabs. The list shows each policy's Name, how many Controls it holds, what it Applies to (a count of users or knowledge sources), the Owner, and Last updated.

Creating a policy and adding controls

Use Create Policy on the tab for the surface you want. In the policy's Configuration, give it Details — a name and description — then add Controls with Add controls. The picker only shows controls of the matching surface, so a Chat policy can only hold Chat controls and a Knowledge policy can only hold Knowledge controls. Controls you add here run together whenever the policy applies. A policy's Type — the surface it governs — can't be changed after creation.

Choosing who or what a policy applies to

This depends on the surface: Chat policies apply to Users — choose specific users, or use Match users by attribute to target everyone matching a rule, such as a department or region, rather than naming people one by one. Knowledge policies apply to Knowledge sources — choose the specific sources the controls should scan. This is what lets you run stricter guardrails for one group or one sensitive source without imposing them everywhere.

Viewing the incidents a policy has raised

Open a policy and switch to its Incidents tab to see the incidents this policy's controls have flagged or blocked. It's the same incidents view, filtered to this policy, so you can judge whether the policy is catching the right things and not too much.

Editing, viewing, or deleting a policy

From the list, click a policy or use Edit to change its details, controls, and audience. Delete removes the policy — its controls still exist since they're reusable, but they stop being applied through this policy. Editing a policy changes what's enforced, so review its audience before saving.

What's in This Section